Customer Service Manager

Professional Summary

Skills

Work History

WILLIAMHEARN

*** ********* *****, **********, ** 37073 (H) 615-***-**** (C) 615-***-**** *******@*********.*** Logistics Manager with over 25 years overseeing operations, transportation, distribution and logistics for Fortune 500 companies. Trained facilitator with outstanding interpersonal and negotiation skills. Award winning operations, 7 year Chrysler Penastar best in class 3PL provider. Personal award received from CTI Masters Award for customer and company service. Manager offering exceptional analytical, problem-solving and interpersonal skills. Seeks a position in management offering challenging growth opportunities in a fast-paced professional environment. Supply chain and resource management

Warehouse management systems

Expense control

Materials accountability

Procurement specialist

Training and development

Natural mentor

Project management

Over-the-road transportation

Excellent time management

Customer service-oriented

Contract carrier procurement

Skilled multi-tasker

Microsoft Office

Small parcels

Process improvement

Deadline-driven

Proactive

Customer service-oriented

Consistently meet goals

Staff training/development

Budget development

Effective leader

Exceptional interpersonal communication

Sr. Project Manager 03/2009 to 05/2016

APL Logistics – Scottsdale AZ

Support for new business opportunities from point of RFP or RFI to successful project completion. PM support for internal company objectives, KPI tracking, cost savings objectives,etc. Support for internal sales group.

Support existing operations with customer growth opportunities. Directed planning, budgeting, vendor selection and quality assurance efforts. Defined clear targets and objectives and communicated them to other team members. Monitored timelines and flagged potential issues to be addressed. Assessed vendor products and maintained positive vendor relations. General Manager 02/2004 to 03/2009

APL Logistics – Scottsdale AZ

Achieved a 99.98% on-time shipment rate.

Directed 28 warehouse shipping associates and 70 kitting associates. Maximized sales by shipping on time and accurately. Director of 200,000 square foot warehouse, shipping 86,000 shipments per year. Trained staff on material handling processes to reduce shipping times. Forecasted manpower requirements based on daily workload and company targets. Led warehouse improvement initiatives to advance operational efficiencies. Tracked time spent on assignments each day for productivity reporting. Implemented strategic shipping policies to achieve long and short-term sales targets. Manager Of Operations 03/2003 to 02/2004

Education

FedEx Supply Chain Services – Memphis Tennessee

Prepared program operating budgets, budget reports and other financial performance reports. Analyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations. Analyzed contract performance for bids, budgets and forecasts Managed 4 facilities for customer Dell. Nashville, TN, Lebanon, TN, Reno NV, and Austin TX. Contract Manager 01/2000 to 03/2003

CTI Logistics ( Ceva ) – Jacksonville FL

Managed a 118 door Cross Dock operation for Chrysler and GEneral Moters over 200 JIT daily routes moving 2 million pounds of freight daily.

First facility to ever implement shared channels between Chrysler and GM resulting in an overall 1 million dollar savings. Managed a staff of 17 supervisors 60 dock associates and 200 drivers. Added $50 million in additional revenue by launching Outbound Managed Transportation for GM. Established operational objectives and work plans and delegated assignments to subordinate managers. Operations Manager 04/1996 to 02/2000

CTI Logistics ( Ceva ) – Jacksonville FL

Implemented innovative programs to increase employee loyalty and reduce turnover. Developed and rolled out new policies.

Hired and trained all material handlers, supervisors, clerical staff, drivers Achieved a 99.99% on-time shipment rate.

Reported carrier-performance metrics and monthly costs reports to executive team. Communicated all emergencies, delays due to weather and carrier schedule changes to customers and supervisors. Forecasted manpower requirements based on daily workload and company targets. Led cross-department initiatives to develop and pursue cost reduction programs. Enforced the on-time shipment of products to create exceptional customer experiences. Operations Supervisor 01/1990 to 03/1996

CTI Logistics ( Ceva ) – Jacksonville FL

Developed and rolled out new policies.

Implemented innovative programs to increase employee loyalty and reduce turnover. Trained, coached and mentored staff to ensure smooth adoption of new program. Ensured DOT compliance

Managed fleet and material handling equipment maintenance High School Diploma: 1980

OliveBranch High - OliveBranch MS

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